Contact Center Analyst at Listerhill Credit Union

Description

Overview: Listerhill Credit Union is a financial cooperative whose primary purpose is to help our members live financially healthy lives. In 1952, seven Reynolds Metals employees deposited $5 each with the idea of starting a credit union that was member-owned and member-focused. Helping co-workers break from predatory lenders to borrow affordably and save for their financial futures, was their motivation. We have grown from a single office at Reynolds Metals to 18 branches throughout northwest Alabama and south-central Tennessee. Today, we serve 13 counties with a full line of financial solutions. Our purpose and commitment to financial health has never changed. We recognize what is good for our members is good for us. We aspire to high standards of integrity, excellence, and passion. Furthermore, we strive to be innovative for the members’ benefit and engaged in the betterment of their communities.

The Role: Your efforts and ultimate successes should be measurable and recognizable as you strive daily within LCU’s vision: “to value people over profit, proactively seek improvement, work passionately, exceed expectations, and make our community a better place”. As the Contact Center Analyst, you will be responsible for monitoring, tracking, reporting and analyzing the Contact Center’s member interaction volumes via all delivery channels (phone, email, chat, etc.). You will work with the Contact Center Supervisors to efficiently staff the contact center to reach maximum service levels and member demands. This position will forecast call volume and oversee the workforce management software.

What you will do:

•  Appropriately forecast call volume
•  Work with supervisors to create work schedules that reflect the forecasted workload against representative availability, cost, and service level requirements
•  Monitor representatives’ volume throughout the day and update schedules to reflect real time needs of the Contact Center to ensure service levels are achieved
•  Analyze historical data and conduct periodic industry benchmarks to identify opportunities to improve service levels and productivity
•  Oversee the workforce management software utilized for forecasting, scheduling and quality models and scenarios to facilitate decision making
•  Prepare monthly trend analysis reports for management that communicate call volume, service level, average handle time, average speed of answer, agent adherence to schedule and quality monitoring results
•  Report deviations to service level goals and/or KPI objectives
•  Review historical data and current call volume trends to allocate appropriate amounts of PTO availability to the department
•  Review initial employee PTO and shift swap request based on department needs; pass to supervisor to then approve or deny

Requirements

Qualifications:

•  High School diploma or GED
•  Bachelor’s degree in business, finance, or related field preferred; related forecasting data experience can be substituted for degree
•  Three to five years of financial industry or forecasting experience required; contact center experience preferred
•  Must communicate well verbally and in writing
•  Ability to work in a fast-paced environment
•  Ability to process large quantities of detailed information with high levels of accuracy
•  Advanced proficiency in Microsoft Office Software
•  Ability to read understand and manipulate documents and spreadsheets quickly
•  Strong communication skills
•  Commitment to LCU’s Mission Statement and Core Values
•  Must successfully complete appropriate LCU assessments

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

Listerhill Credit Union is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state of local law.